Febbie Garcia

Detail-oriented Customer Service and Sales Support professional with 18 years of experience in customer service, order management, sales support, and order processing. Skilled in managing customer inquiries, preparing quotes, processing orders, coordinating fulfillment, resolving customer concerns, and maintaining accurate records. Adept at collaborating with cross-functional teams to deliver exceptional customer experiences while ensuring operational efficiency and data accuracy.

Verification Call Representative at ClearSource (2020-11 – 2024-02)

• Improved work order verification accuracy by ensuring 100% completion of required verification steps before order progression through structured customer verification calls and detailed documentation.
• Reduced order processing delays by maintaining accurate customer records and updating internal order management systems, enabling faster work order completion and improved operational efficiency.
• Enhanced customer satisfaction by providing timely phone and email support regarding work orders, scheduling, account information, and verification requirements while maintaining SLA compliance.
• Maintained accurate project documentation and customer records by documenting verification outcomes and updating internal systems to support efficient operational support and reporting.

Account Services Manager/Order Manager at West Contacts Solutions/Alorica (2013-06 – 2020-11)

• Managed and tracked 20-50 customer work orders weekly from creation through completion, ensuring accurate order entry, documentation, progress tracking, and timely fulfillment through effective coordination with cross-functional teams.
• Increased customer satisfaction by 20% through efficient work order management, proactive customer communication, accurate billing, and timely issue resolution throughout the work order lifecycle.
• Improved project execution by coordinating service activations, scheduling Test and Turn Ups, and collaborating with internal operations teams to minimize client downtime and maintain project schedules.
• Reduced order delays by monitoring work order progress, maintaining status reports, and providing stakeholders with timely project updates and progress tracking throughout each project phase.
• Improved billing accuracy by implementing standardized documentation procedures, ensuring completed work orders were processed efficiently for invoicing and operational reporting.
• Strengthened long-term client relationships by delivering exceptional customer service, coordinating project updates, and providing consistent operational support throughout the order lifecycle.
• Maintained accurate project documentation, spreadsheets, and internal records by updating work order status, tracking milestones, and ensuring data accuracy for management reporting.
• Collaborated with project and operations teams to prioritize work orders, resolve scheduling conflicts, and support successful project completion while maintaining service-level objectives.

Consultant for PayPal UK at Sutherland Global Services (2012-01 – 2012-10)

• Achieved customer satisfaction ratings exceeding 90% by resolving customer inquiries through email and phone while accurately documenting account activities and maintaining operational records.
• Improved transaction visibility by updating customer accounts, tracking payment requests, and maintaining accurate documentation to support operational reporting and issue resolution.
• Maintained compliance with company standards by documenting customer interactions, safeguarding confidential information, and ensuring complete and accurate project documentation.
• Increased response efficiency by prioritizing customer requests, coordinating with internal departments, and maintaining accurate case tracking to support timely issue resolution.
• Enhanced customer confidence by providing accurate transaction timelines, account information, and work order updates while ensuring effective communication throughout the support process.
• Strengthened cross-functional collaboration by coordinating with internal teams to resolve complex customer issues and support operational objectives.

Customer Service Representative for PayPal at Eperformax (2008-09 – 2012-01)

• Achieved customer satisfaction rates exceeding 90% by resolving customer inquiries through phone and email while maintaining accurate documentation and timely follow-up.
• Improved customer experience by tracking online transactions, updating customer records, and maintaining accurate documentation to support efficient operational processes.
• Maintained secure and organized customer records by ensuring data accuracy, confidentiality, and compliance with company policies.

Marketing Associate at Eperformax (2007-01 – 2008-07)

• Improved order fulfillment efficiency by coordinating customer order placements, verifying product availability, and maintaining accurate documentation to support successful order completion.
• Increased customer retention by resolving product concerns, processing exchanges efficiently, and coordinating with internal teams to deliver timely solutions.

Marketing Associate at CallExpand (2006-10)

• Contributed to team sales objectives by executing outbound customer engagement activities, maintaining accurate prospect records, and supporting operational reporting through timely documentation.

Computer Science – STI College (1997 – 1998)

Computer Programming – STI College (1999 – 1999)

Mass Communication – Broadcasting – Centro Escolar University (2000 – 2002)